Team Lead, Customer Care Center – Resolutions

The Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of our technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.  

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.  
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives. 
• Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development. 
• Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance. 
• Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.  
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments. 
• Update and implement internal controls and procedures as risks are identified. 
• Ensure all internal policies and procedures are updated to reflect compliance changes. 
• Develop and document business process enhancements and opportunities for increased automation.  
• Login to the escalation queue to handle and manage queries and escalations real time.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor’s degree or equivalent preferred           
• Minimum of one year experience leading a team in a call center enviroment
• Minimum of two years experience in a customer service or collections environment                      
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.) 
• Strong written/verbal communication skills
• Persuasive demeanor with ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve in accordance with business unit requirements 
• Adapts well in a changing environment

Training / Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule/Requirements: 

• Our call center hours of operation are Monday – Friday 8:00 a.m. – 9:00 p.m. EST, Saturday 8:00 a.m. – 5:00 p.m. EST. Scheduled 40 hour weekly shifts will fall into those timeframes. Must be fleble to work a 40 hour work schedule between these hours. Rotating Saturdays are required.
• Shifts are subject to a changing rotation schedule. Employees in this role must be flexible and available to work during all listed business hours. Shifts are determined by business needs.
• This is a 100% in office position office position. Employee must be within commutable distance to the office location and available to work in the office as required. 

#PHH

Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.

Ocwen USVI Services, LLC is a wholly owned subsidiary of Onity Group Inc. based in St. Croix, United States Virgin Islands, that owns and manages Onity Group Inc.'s global mortgage loan servicing assets and operations. Onity Group Inc. is widely recognized in government, industry, community and media circles as a leader in foreclosure prevention, primarily through loan modifications.

At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting ser